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Method and system for call center to process Internet information

A technology of Internet information and call center, which is applied in the field of communication, can solve the problems of processing, unable to find and deal with the demands of enterprise customers or the public in time, and cannot provide Internet information, etc., to achieve the effect of expanding business functions

Inactive Publication Date: 2014-05-14
CHINA TELECOM CORP LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] However, the business function of the existing call center cannot provide the processing of the above-mentioned Internet information. Therefore, it also leads to the inability to discover and deal with the demands of the enterprise's customers or the public in a timely manner.

Method used

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  • Method and system for call center to process Internet information
  • Method and system for call center to process Internet information
  • Method and system for call center to process Internet information

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Embodiment Construction

[0067] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. It should be noted that the relative arrangement of components and steps set forth in these embodiments does not limit the scope of the invention unless specifically stated otherwise.

[0068] The following description of at least one exemplary embodiment is merely illustrative in nature and in no way taken as limiting the invention, its application or uses. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0069] Techniques, methods, and devices known to those of ordinary skill in the relevant art may not be...

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Abstract

The invention discloses a method and a system for a call center to process Internet information. According to the method provided by the invention, an Internet media gateway acquires Internet information to be processed, extracts link information accessing the Internet information and sends the link information to a distribution server; and the distribution server distributes the link information to seats according to the seat type and the working state of the seats of the call center and based on preset distribution rules so as to enable the seats to access and process the Internet information according to the link information. Therefore, Internet information processing is implemented on the basis of the existing call center, and the service function of the call center is extended.

Description

technical field [0001] The invention relates to the communication field, in particular to a method and system for a call center to process Internet information. Background technique [0002] In recent years, with the development of communication technology, more and more enterprises and institutions provide services for customers or the public by establishing call center systems. The call center system provides services such as product or business consultation, after-sales support, telemarketing, and complaint acceptance to customers or the public through customer service personnel to answer or dial calls. It is an important window for enterprises and institutions to provide services to the outside world. . [0003] On the one hand, traditional call centers are mainly used to handle voice calls. With the business expansion of enterprises and institutions, new services also put forward more requirements on the functions of call centers. Taking the operator's call center as ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/50
Inventor 马晓军杨震王桢陈正文
Owner CHINA TELECOM CORP LTD
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